Using SMS

UK only

Our SMS functionality is only available if you are based in the UK and sending to UK contacts.


Getting started
Creating SMS contacts and address books
   » Steps to create an SMS contact or contacts
   » Steps to create an SMS address book
Editing SMS contacts and address books
Creating an SMS campaign
Sending an SMS campaign
Sending a single SMS message
SMS reporting
Managing replies to your SMS campaigns
Changing SMS settings


You can make use of our SMS functionality to send SMS campaigns to contacts, or send a single SMS to a contact.

You add and store SMS contacts separately to any email contacts, meaning you only need a mobile number for them. 

Additionally, if you wish to personalise your campaigns, you have the option to store further information against your contacts.

We also provide a reporting section, plus you can manage your replies and adjust your SMS settings, which enables you to add respondents to SMS and email address books, as well as send auto-responder campaigns.

SMS functionality is accessed by mousing over the main app menu (it says 'Email' upon logging in) in the top left corner and selecting SMS from the menu.

Getting started

To begin with, you will need to contact your account manager about purchasing and setting up the following:

  • SMS sending credits
  • a sending identity
  • a short code
  • a keyword

SMS sending credits

SMS sending credits are required before you can send any SMS campaigns or single messages.

Sending identity

The sending identity is the 'from' name of the SMS. If you buy 'MyCompany', for instance, then that's what a recipient will see on their phone. The default identity is our company name if you haven't bought one. You can buy more than one identity if you wish.

Short code and keyword

You will require a short code and keyword if you want recipients to be able to respond to you and opt in or out of your SMS campaigns or offers

A short code is usually a 5 digit number which is prefixed by a keyword. An SMS recipient will typically be advised something along the lines of 'Text YES to 12345 for your coupon code'.

The short code identifies you as a business to us an SMS provider, whilst the keyword identifies the SMS campaign that is being responded to.

You can still send SMS without a short code and keyword. It just means you can't receive replies. You might want to do this in the case of a transactional SMS, for instance, that is simply informing the contact of an order status.

Please note: It may take a few days to fully provision identities, short codes and keywords with mobile networks.

Creating SMS contacts and address books

SMS contacts and address books are created separately from your email contacts and address books.

Steps to create an SMS contact or contacts

  1. Click on Contacts.
  2. Click on Add SMS contacts next to 'All contacts' to open the 'Add SMS contacts' screen.
  3. Add a phone number into the box provided using the international format, e.g. +44 7xxx xxxxxx. If adding multiple contacts, each number should be on a separate line. Alternatively, click Choose a file to import contacts from a CSV or Excel file on your computer.
  4. Whether manually entering a contact or contacts, or importing via a file, click the relevant Upload button.

Your SMS contacts will be imported and you will see this confirmed afterwards by the number of contacts now in the 'All contacts' SMS address book.

Once you have created other SMS address books, they will be listed here too.

Steps to create an SMS address book

  1. Click on Contacts.
  2. Click on Add new to open 'Edit SMS address book'.
  3. Enter a name for the address book; you also have the option of providing a description for it.
  4. Click Save.

This will take you automatically to the 'Add SMS contacts' screen. Follow the same steps as given further above to add contacts to your newly created SMS address book.

Editing SMS contacts and address books

To edit an SMS contact, click into an address book and then click Edit alongside the required contact.

This will take you through to the 'Edit SMS contact' page. Here you can edit the contact's phone number should you need to, as well as add up to five fields of information to the contact for SMS personalisation. It's a good idea to ensure the information added here is as short as possible, bearing in mind an SMS has a limit of 160 characters.

Once happy, click Save.

To edit an SMS address book, click Edit alongside the required address book. 

This will take you through to the 'Edit SMS address book' where you can alter the name of the address book and the description.

Once happy, click Save.

Creating an SMS campaign

To create an SMS campaign:

  1. Click on Campaigns.
  2. Click on Add new to open 'Edit SMS campaign'.
  3. Give the SMS campaign a name.
  4. Select an identity.
  5. Enter the content of the message. This can be a maximum of 160 characters. You can add personalisation to the message by clicking on any one of the five field links to the right of the content box. For instance, clicking Field 1 will add @FIELD1@ to your message and the value that is held against your contact for this field will be added to your message upon sending. Please be aware that if adding personalisation causes a message to exceed 160 characters, then the message will get truncated when sent.

Sending an SMS campaign

To send a campaign:

  1. Click on Campaigns.
  2. Click on the Send icon next to the SMS campaign you want to send to open the 'Send campaign' screen. 
  3. Tick Select all to send to all of your SMS contacts, or tick the specific address book or books that you wish to send to.
  4. Choose whether to send the SMS campaign immediately or schedule it using the date and time picker.
  5. Click Next.
  6. You are taken to the 'Confirm send' page, where the total amount of contacts that you're about to send to is confirmed. The amount of SMS messages you have sent so far in the month (in the current billing cycle) is also confirmed, along with the amount of send credits you currently have remaining. Tick the Privacy and Electronic Communication (EC Directive) Regulations 2003 compliance box as applicable and then click Confirm and send

Sending a single SMS message

To send a single SMS message to a single contact (and this contact doesn't need to already exist in an address book):

  1. Go to Contacts and select Send single message
  2. The 'Send single message' page firstly confirms how many SMS send credits you have remaining. Enter the intended recipient's number and the message you wish to send to them (this can't exceed 160 characters).
  3. Once happy, click Send.

The message is sent immediately. A screen will confirm the message has been sent, along with the amount of send credits you have remaining.

The contact that you've sent to will also be added to your 'All contacts' SMS address book if they didn't already exist before.

You can also send a single SMS message via our API, using the Send SMS message operation in REST and the SendSingleSmsMessage method in SOAP. 

SMS reporting

Reporting is collected for your SMS campaigns in the Reporting section.

On the 'My reports' page, your sent campaigns are listed, along with details on how many have been sent, how many have been delivered and the date and time the campaign was last sent.

Click on the campaign to go into the campaign's report. This displays a pie chart displaying the amount of delivered messages, the amount that weren't delivered and the amount with no report.

There are also five tabs into which contacts are divided and listed, depending upon the SMS report status received for them:

  • No delivery receipt: This indicates that, whilst your message has been sent and is with the contact's network, it has not yet been possible to deliver it to your contact's mobile phone (for instance, their phone may be switched off). It may take time to deliver the message.
  • Delivered: This indicates that your message has been successfully delivered to your contact.
  • Failed: This indicates that your message has failed to deliver. There are a number of reasons why this might happen; the number is not correct (a digit could be out of place, etc.); the number is not being recognised as live by UK networks and as such is inactive; the phone is currently outside the UK without roaming enabled. Other reasons to bear in mind are that some smart phones only allow delivery of messages from known numbers, whilst older devices can have an inbox storage limit which might be at capacity. These reasons are not explicitly given in reporting.
  • Expired: This indicates that the time period allowed for message delivery expired, and as a result the message wasn't delivered. A network will allow for a certain amount of time when attempting to deliver a message to a contact's phone and, whilst this will differ between networks, it will usually be somewhere between two to three days. This can happen when a phone is out or range and remains out of range, or if it is switched off for this period.
  • Deleted: This indicates that the message was deleted by the network without being delivered. It's a rare status that networks occasionally enforce.

This is real-time reporting. You can keep refreshing the report, or come back to it later, and see the statuses change as your SMS campaign continues to get delivered. You will be able to do this for a few days, after which time networks will expire undelivered messages. 

Managing replies to your SMS campaigns

Your SMS campaign is likely to require your contacts to reply with a word or piece of information which opts them in or out of further communications.

You can access these by clicking on Replies.

All replies are listed on the 'My replies' page, displaying the contact's mobile number, the date the reply was received and the message received.

To export an Excel file of your replies, click on Export in the top right and then click on Export all.

Changing SMS settings

In Contacts > SMS settings within the main email app, you're able to edit the routing relating to a keyword and short code number. By editing these settings you can:

  • add any respondents directly into an SMS address book
  • add any email addresses provided in a response to an email address book
  • select an auto-responder SMS campaign to be sent immediately after receiving a response

To set these up, click on Edit alongside the keyword and short code number you wish to do this for. 

On the 'Editing route' page, there are three dropdowns enabling you to select the SMS address book to add respondents to, the email address book to add email address responses to, and the auto-responder campaign to send (which you'll need to have created already).

Once happy, click Save

Have more questions? Submit a request


Powered by Zendesk